Provides direct supervision of practice site clerical support staff to provide optimal clinical operations. Responsible for clerical supervision and management including; cost effective management of office supplies, high integrity adherence with organizational policies surrounding quality of patient registration, point of service cash collections and cash control, scheduling, and other clerical support functions, patient satisfaction with clerical staff experience, and clerical staff employee engagement. Abides by, and upholds in performance of direct reports, all related local, state, federal and accrediting body rules and regulations; promotes an exceptional patient experience, by providing customer service support and guidance to staff, and through the use of scenario discussions at staff meetings. Assists Manager and Medical Director in integration of institutional initiatives at the practice site, contributing to continuous improvements in quality and service.

ESSENTIAL DUTIES

The percentage of time spent performing essential functions is 95%. Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties: Responsible for supervision, orientation, and training of the clerical support staff in site(s) including enforcement and continuing improvement of acceptable professional and ethical standards and performance of clerical support staff.

• Responsible to ensure that clerical staff schedules are optimized to support the provider and patient care needs in the practice site.
• Adheres to management of office supplies in a way that is financially prudent and cost conscious.
• Promotes cost containment strategies and holds staff accountable to fiduciary performance including but not limited to, adherence to responsible staffing standards, monitoring FTE leakage using Smart Square Tools, etc.
• Promotes and upholds organizational policies and practices that support revenue integrity; accountable for clerical support staff activities regarding accurate patient registration, scheduling, copay collection, cash management, and check-in/check-out activities Responsible for sharing all information and enforcing PSHMG standard operating procedures that support institutional quality goals and regulatory requirements.
• Accountable for clerical support staff functioning optimally and not breaching clinical scope when engaging with patients.
• Maintains open line of communication and models a collaborative, professional relationship with Practice Site Medical Director, Practice Site Manager, SAN and all staff and providers.
• Assists with management of emergency situations with competence and composure.
• Participates in site Quality and Safety U-ACT Team with the Practice Site Medical Director and assists clerical support staff with project implementation.
• Ensures that all patient and environmental safety policies and procedures are strictly adhered to, working with Medical Group and institutional safety personnel.
• Reviews patient satisfaction survey results monthly with the Practice Site Manager and SAN. Shares feedback with clerical support staff in the practice site. Assists the clerical support staff in identifying and solving patient-care problems through event reporting and process improvement.
• Serves as liaison between the practice site clerical support staff and Manager/Medical Director, Director of Nursing, Senior Director, or MG Educator
• Ensures that all clerical support staff completes required training
• Drafts annual clerical competencies
• Directly trains and supports clerical preceptors in training new clerical support staff

NON-ESSENTIAL DUTIES

Performs other duties as assigned.

MINIMUM QUALIFICATION(S):
High School Diploma or equivalent required.
Working knowledge of team function within the organization.

PREFERRED QUALIFICATION(S):
One (1) year of supervisory experience preferred

KNOWLEDGE, SKILLS &ABILITIES:

Proficient with Microsoft Office products and hospital systems

Ability to communicate with a diverse population

Detail oriented

Ability to work without direct supervision and prioritize all duties

Excellent communication skills A passion for service excellence

Preferred supervision experience in the ambulatory setting

Demonstration of clerical team supervision skills

Problem solving skills

Personal flexibility Personal temperament to collaborate with diverse groups, promote clinical staff engagement and teamwork